Frequently asked questions

How quickly can I set up a support agent?

Most people have a working agent within 15 minutes of signing in. Lexey walks you through setup in conversation, with no technical knowledge needed.

Do I need to write prompts or configure intents?

No. You describe your business, knowledge and rules to Lexey in plain English, and it handles the rest.

What languages does Lexey support?

English only for now. Support for more languages is planned.

Can several people manage the same agent?

Yes. Invite your team to your organization. There are two roles:

• Admin — Everything, including billing, API keys, embed settings, the Test Lab and restoring releases.
• Member — Home, Conversations, Knowledge, Lexey, Preview and change history. Members can change knowledge articles and publish drafts that only change knowledge. Other changes (business context, tone, branding, rules, skills) need an admin, and Lexey names your admins when you ask for one.

What happens when the agent can't answer a question?

The agent is designed not to make things up. If it doesn't know the answer, it says so and offers to escalate to your team. You can set escalation rules and boundaries to control when this happens.

Is there a live handoff to human agents?

Not yet. When the agent escalates, the customer sees that the conversation has been passed to your team, the conversation is marked Escalated, and your team can be told by email or webhook. Live handoff is planned.

Can I upload documents to the knowledge base?

Not yet. Add knowledge by telling Lexey, or import it from web pages. Document uploads are being considered.

How does the agent handle off-topic messages?

It steers the customer back to what it can help with, and doesn't engage with topics outside its scope.

Is my data kept separate from other organizations?

Yes. Every organization's data is isolated, and you can only see and manage your own.

Can I use Lexey with my existing support tools?

Yes. The Send webhook on event skill posts each escalation to your own URL, so you can create a ticket or task in your helpdesk or another tool. The Customer Chat API and Management Chat API let you connect Lexey to your own workflows, CRM or helpdesk.